Chase LeBlanc has delivered an excellent message for managers at various levels in his book that is packed with excellent background materials and facts for those in the hospitality field. I intend to include it my RECOMMENDED READING on my hospitality sites and in my supervisory seminars.
All too often, restaurant owners take their employees’ job satisfaction for granted. They focus all their energy on achieving financial results, acquiring new customers, launching new marketing ideas, and driving guest satisfaction, but they forget about the people who actually turn all those HR action verbs into real-life actions. Treating employees as internal customers is the first step in providing a productive, positive environment, which reinforces your company’s hospitality and service culture.
Word of mouth has been proven to be the most powerful method of communicating a customer's true feelings about a business. The opportunity for hospitality professionals to address a guest's challenge or problem is an opportunity to create a loyal and satisfied customer. These fundamental guidelines are proven best practices!
Green building projects are defined as either meeting LEED or another recognized green building standard, or one that is energy-efficient, water-efficient and improves indoor air quality and/or engages in material resource conservation.
Despite your best attempts at providing stellar customer service, mistakes happen from time to time. Sometimes circumstances beyond your control result in unhappy customers. If you don't turn these bad experiences into something positive, your customers will head out the door and straight for your competitors. But what if there was a way to turn these mishaps into an overwhelmingly positive experience, possibly even earning your company some word-of-mouth props and new customers?
Hotel Online News for the Hospitality Executive In 2013, Cayuga Sustainable Hospitality will celebrate its 10th birthday as a hospitality management company managing upscale hotels, resorts and lodges in Central America, all with a strong focus on sustainability. It has been 10 very fulfilling years, filled with challenges and drawbacks. When we started, we had one client and now our portfolio boasts nine projects in Costa Rica and Nicaragua (with several new ones on the drawing board). So business is good, but often at a high cost and wearing our owners and managers at a stronger pace than normal.
After spending one year of research into every aspect of the AppleRetail Store for my book, The Apple Experience, there’s very little new information that surprises me. However, sometimes people leak information that can teach all of us a lot about running a successful business, communicating brand messages effectively, and enhancing the customer experience.
One such piece was recently leaked and posted on the tech site, Gizmodo. The title, How To Be a Genius: This is Apple’s Secret Employee Training Manual. According to Gizmodo Senior Staff Writer, Sam Biddle, “We read Apple’s secret Genius training manual from cover to cover. It’s a penetrating look inside Apple: psychological mastery, banned words, roleplaying—you’ve never seen anything like it.” This description alone should teach you a lot. It reinforces the fact that nothing at the Apple Store is taken for granted. From the way you are greeted when you walk into the store to the way Genius Bar experts (technical/troubleshooting specialists) communicate with agitated customers, Apple carefully considers the experience its customers have at every touch-point.
To Starbucks, baristas are not just baristas--they are ambassadors of brand, merchants of romance, disciples of delight. The company recently invested millions in a "Leadership Lab" designed to drill that message in for 9,600 store managers. So did it work?
To understand recent trends in hotel food and beverage departments, PKF-HR studied the financial performance of hotel restaurants, lounges, and catering departments for the period 2000 to 2010.
All too often, restaurant owners take their employees’ job satisfaction for granted. They focus all their energy on achieving financial results, acquiring new customers, launching new marketing ideas, and driving guest satisfaction, but they forget about the people who actually turn all those HR action verbs into real-life actions. Treating employees as internal customers is the first step in providing a productive, positive environment, which reinforces your company’s hospitality and service culture.
Story Highlights
